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front desk check list

Check-In Process

Verify guest reservation details

Greet guests warmly upon arrival

Request identification and payment method

Provide information about hotel amenities and services

Assign room and provide room key/cards

Explain check-out procedures and times

Guest Services

Offer assistance with luggage if needed

Provide directions and local attraction information

Answer any questions the guest may have

Handle special requests (e.g., extra pillows, room service)

Inform guests about scheduled events and activities in the hotel

Here are some additional steps you can include in the Guest Services section of your front desk checklist

Provide information on hotel amenities (e.g., gym, pool, restaurant hours)

Offer recommendations for nearby dining options

Assist with transportation arrangements (e.g., taxis, shuttle services)

Provide information on local transportation options (e.g., bus routes, subway)

Offer to book tours or activities for guests

Ensure guests know how to contact the front desk for assistance during their stay

Provide wake-up call services if requested

Gather feedback from guests on their stay and address any concerns

Offer assistance with reservations for dining or entertainment outside the hotel

Inform guests about loyalty programs and benefits available to them

Provide a list of emergency contacts and procedures for guest safety

Offer to set up in-room amenities for special occasions (e.g., birthday surprises)

Ensure guests have access to a concierge for additional services and recommendations

Room Preparation

Confirm room is cleaned and ready for guests

Check for any maintenance issues in the room

Ensure all amenities (towels, toiletries) are stocked

Verify that the room key has been programmed correctly

Communication and Coordination

Communicate with housekeeping about arrivals and departures

Coordinate with maintenance for any reported issues

Update the system with guest arrivals and departures

Relay any VIP guest information to relevant departments

Here are some additional steps that could be included in the Communication and Coordination section of the front desk checklist

Inform restaurant and bar staff about group reservations and special requests

Share information about any scheduled events or promotions with the relevant departments

Coordinate with the concierge team regarding guest activities and excursions

Ensure that security is aware of any special guests or events taking place

Update the front desk staff about any changes in reservations or guest preferences

Communicate any specific guest requests or needs to the appropriate departments (e.g., extra pillows, room service)

Notify the sales team of any significant guest feedback or trends

Maintain a log of important communications for reference and follow-up

Check-Out Process

Confirm the guest's departure time

Review the bill with the guest and address any discrepancies

Process payment and provide a receipt

Ask about their stay and gather feedback

Thank the guest for their stay and invite them to return

End-of-Day Procedures

Balance cash drawer and reconcile transactions

Prepare a report of daily arrivals and departures

Update occupancy statistics and reservations

Ensure proper documentation is filed for the day

Communicate any important notes or issues to the next shift

This checklist can help ensure that all critical tasks are completed efficiently and effectively at the front desk.

Here are some additional steps that could be included in the End-of-Day Procedures section of a front desk checklist

Review and respond to any pending guest requests or inquiries

Perform a final check of the front desk area for cleanliness and organization

Verify and secure any lost and found items, documenting them appropriately

Update the guest profile database with any relevant information gathered during the day

Confirm all credit card transactions have been processed and authorized

Conduct a security check of the front desk area and surrounding premises

Review any feedback or guest satisfaction surveys received throughout the day

Schedule any maintenance or housekeeping requests that need to be addressed

Ensure that all keys are accounted for and properly secured

Prepare a summary of any unusual incidents or issues for management review

Back up any necessary digital files and ensure systems are logged off securely

Check the reservation system for any upcoming special events or VIP guests for the next day

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